Dealing With Performance Issues
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Are you a call center manager called upon to work as a project manager for your company? If so, than this article might provide useful tips on managing performance issues. Dave Nielsen even provides the good advice to check with your HR representative prior to implementing any changes. Good luck to you!
The phrase “project manager” is a bit of a misnomer; while project managers do manage projects, they deliver them by managing a project team that does the work of the project. How successful they are at managing that team will go a long way to determining the success or failure of the project.
Perhaps the most difficult (and certainly the most unpleasant) aspect of managing the high performance team is dealing with issues of poor performance. We’ve put together some tips to help you make this unpleasant experience as easy and productive as possible.
These articles are not intended to be a comprehensive manual on managing project teams. They are meant to provide you with some insights gained through years of practical experience.
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Leadership Coaches - Can I Afford to Ignore Employee Growth?
In economic times when people are just glad to have a job - a manager may wonder, “why worry about employee growth?” A wise leader knows that it is the one time to take care in ‘tending an employee’s growth’. Here are the top 5 reason, to pay attention to employee growth and development.
1. Companies are so focused on the bottom-line; they may have forgotten that their number one asset their employee’s growth - has taken a back seat. That resource needs attention and interaction to continue to grow. Be a company that thinks beyond today’s challenges.
2. Crisis can bond a team or break it - as a leader, you can’t afford not to have a team come together to help you achieve the desired end result. Your team may need to adjust and adapt their skills levels to play the game in a different way.
3. For companies that have had employee cut backs, job roles may of expanded, don’t forget to provide a foundation of leadership skills for the team to excel.
4. Be clear on what you want to achieve in tough times - not just the financial number but also know what your markers are for employee growth and job satisfaction.
5. The employment market will turn again, and good employees will be courted and attracted away from their employers.
Be proactive in employee growth, know that employees short term concerns are job stability - however, when that changes for the better what will be their concerns? Learn to lead not just for today’s results, but tomorrow’s opportunities.
Jodi Wiff created the mantra of “Elegant Courage”– honesty with grace and elegance during good or bad times. Her 28 years as a leader distinguished her special and unique problem solving abilities. Her innovativeness and creativity changed the company culture from ugliness - sniping and lack of hope to a warm, engaging, respectful environment. She believes the employee and customers are special and important to a business and that leaders must create the environment which “feels” hopeful and stirs the inner calling of employees to make a difference. She creates that kind of profound difference.
http://www.lighthouse-leadership.com
Becoming the Voice of Reason on Your Team
The moment I saw this articles title, I thought of several call centers managers that could benefit from an article on this topic. Not that I would name names…
How to Have a Positive Impact Regardless of Your Role
Avoid the Voices of Dysfunction
We’ve all heard the voices. And not just in our heads. At work the voices are all around us - in other cubicles, walking down the hall, and especially in meetings. Usually, the loudest voices seem to be negative:
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Steady Eddie Personalities in the Workplace
Do you have a Steady Eddie or two on your call center team? Here is an article by David M. Taylor that speaks to this work personality type. Call Center Cafe and Call Center Best Practices hope you find his information interesting and useful.
“S” type personalities are the “Steady Eddie” people among us that concentrate on people rather than tasks and are typically more introverted than extroverted. They place more attention on others than on themselves.
These people are the ones that you can always rely on in any situation. They strive to please and work hard to maintain harmony in all situations.
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